Predict future contact volume and staffing needs with ease
Tymeshift, a workforce management solution for the modern age made exclusively for Zendesk, has launched a Forecast feature that gives support teams accurate predictions of future contact volumes and staffing needs.
The new feature pulls data from Zendesk to create accurate predictions about how many calls, chats, emails, and more will happen in the future. Forecast can show predicted volume up to a year in advance and be as detailed as 15-minute increments. It also predicts how many agents are needed (FTE), giving CX managers the ability to build accurate staffing plans.
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“We wanted to make this easy. Our customers are used to a seamless experience in Zendesk; we always strive to reach for that high bar they’ve set,” shares Tymeshift’s CBO Elisa Reggiardo, “If you have the Forecast in front of you, and you know how many agents you’ll need, a huge part of the WFM equation gets simplified. That way, teams can focus more on the human aspects of support.” A Forecast can also be tweaked to account for future unique events such as product launches or marketing initiatives, ensuring that teams can take control of their planning while basing it on real data.
Tymeshift has been refining this new feature for the past two years, working with current Zendesk customers to craft a solution that modern WFM teams will quickly adopt. “This took us longer than expected, but we couldn’t put out anything less than our best. The more digging we did, the more we realized this required tons of input from users. Thankfully, we have a bunch of amazing customers who get excited about helping us build new features. They worked with our product team and engineers to make Forecast right,” explains David Birchmier, Tymeshift’s Founder and CEO.
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With this newest feature, Tymeshift has added to its already extensive suite of tools and continues to carve a path toward modernizing the WFM world. David Birchmier will demonstrate how simple it is to start using the Forecast functionality on October 30th, 2020. The company is also setting up individual demos for teams interested in seeing how the solution matches their current needs.
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